Bri Caswell Email & Phone Number

Installs, configures, troubleshoots, and maintains products/equipment for large-scale dvLED displays.Train third-party installation team on details and proper installation process for the product, project, and site conditions.Identifies, analyzes, and repairs product failures, installs new components or parts.Develops creative solutions to more unique, chronic, or complex issues.Research and answers difficult customer questions about product features and recommends appropriate solutions.Performs start up testing and customer training on features and general maintenance of product.Performs calibration of display on site, if necessary.May mentor less experienced engineers.Has deep knowledge of the organization’s products and services. Contributes to moderately complex aspects of a project.Performs data entry and other administrative tasks to support Director of Field Operations.Inventory management.Work is generally independent and collaborative in nature.Document customer interactions and troubleshooting steps in service log/systemBe the subject matter expert on troubleshooting and service ticket resolutionLearn and operate remote monitoring systems: Aware, NUC PCs (Teamviewer), NanoSuite (Iasac) and OminousResearch and answer difficult customer questions about product features and recommends appropriate solutions.Proactively follow up with clients to ensure issues are resolvedIssue Return Merchandise Authorization (RMA) to client’s as needed and complete required inventory request to fulfill service ticketsComplete Non-conformance documentation for all service hardware component failures, repair components and complete root cause analysis in coordination with the engineering department and quality assurance representativeComplete service quotes for parts and labor as required based on displays that require service but are out of warrantyMaintain and increase technical proficiency as products are developed and upgradedProvide product feedback to Product Management and Research and DevelopmentSupport Sales Engineering, Project management and Field Operations as needed.In collaboration with Director of Services and Support establish processes and systems to scale and improve Nanolumens Helpdesk/Technical Support department